“The overall objective of the SERVICOM Compliance Evaluation is to ensure Citizen focused Service Delivery in Ministries, Departments and Agencies (MDAs)”.
The National Coordinator/Chief Executive Officer (NC/CEO) SERVICOM Presidency, Mrs Nnenna Akajemeli made the statement at the formal presentation of SERVICOM Compliance Evaluation (SCE) Reports of Nigerian Midstream and Downstream Petroleum Regulatory Authority (NMDPRA) in Thirteen (13) selected field Offices across the country in Abuja on during the course of the week.
The National Coordinator explained that the specific objective of the compliance evaluation is to identify gaps in service delivery initiatives and processes in the agency and make recommendations to the Nigerian Midstream and Downstream Petroleum Regulatory Authority (NMDPRA) to improve customer satisfaction and accountability.
Mrs Akajemeli pointed out that Nigeria Midstream and Downstream Petroleum Regulatory Authority (NMDPRA) was chosen for this evaluation to access its current state of service delivery process as it affects the Nigerian citizens’ satisfaction base.
Mrs Akajemeli, however explained that Thirteen (13) regional Offices out of the thirty-six (36) State Offices including the FCT and the Headquarters were selected for assessment of their compliance with the SERVICOM index and evidence were gathered at the service windows evaluated based on customer interviews, discussions with management, staff and partners, reviewing of NMDPRA processes, and general observation.
Highlights of the findings of the reports indicated that the report was based on five SERVICOM service delivery drivers and were weighted drivers such as service delivery, Timelines, information, professionalism and staff attitude.
She further stated that, the report showed evidence of strength and weaknesses on the areas that needs to be improved upon by the management of the Authority.
Never the less, the report indicated a three (3) star service, which is an acceptable service in their regional and field offices.
The SERVICOM Coordinator, commended the staff of the Agency for their promptness and timeliness in delivering citizen-focused services to Nigerians which earned them 75% score as indicated by the report findings.
She called on the management of the Authority to carry out improvement as quick fixes which she highlighted as decentralizing complaints resolution-processes to empower the customer service at the state offices to enhance quick response to their complaints.
She also proffered medium term improvement plan towards having additional in-house laboratories for chemical analysis of imported petroleum products in state offices across the nation.
This she said would enhance quality assurance and reduce reliance on third party laboratories.
For the long-term improvement plan , she advised NMDPRA to upgrade and maintain its technical systems to minimize technical glitches and fully automate its processes, to improve the overall efficiency and effectiveness of the registration process and enhance customer satisfaction.
The Chief Executive Officer of NMDPRA Engr. Farouk Ahmed, said that the Authority is ready to keep sustaining on their strength and work towards filling in the gaps, witnessed by some of the weaknesses observed by SERVICOM office.
He further commended the National Coordinator and her team for the work well done and for adding value to the service improvements mantra of this administration.
Signed
Henrietta Okokon
Assistant Director Information and Public Relations
SERVICOM Presidency Office.
